Job Title: Customer Services/Support Officer
Customer Services/Support Officer reporting directly to country manager.
Job Purpose
  • Supports Paynet products
  • Logs faults and incidents
a) Key Duties
  • Receives customer calls and provides help and assistance on Paynet client
  • Offers first line Telephone and Site Support for all Paynet Products
  • Logs all calls in CRM
  • Carries outwork on projects and ensures their successful completion within the specified frames and budget
  • Conducts software upgrade installations, including the configuration of Paynet and any other software requirements
  • Complete Job Cards FOR Site Support jobs and delivers to the Country Manager.
  • Tracks all escalated jobs, monitors progress until resolved
  • Maintains all soft copy manuals and distributes to clients at their request
  • Assists “walk-in” customers and logs activities in CRM
  • Liaises with Country Manager and reports back on progress regarding cleared and outstanding faults
  • Communicates any software requirement changes to the Country Manager for possible development
  • Ensures the accurate and timely completion of assigned jobs
  • Conducts Paynet customer training as and when required
  • Runs and tests new upgrades and programs from Paynet Developers and reports to management on results
  • Performs any other company tasks as assigned by management
Key Competencies
(1) Qualifications
a. Grade 12 or 5 “O” Levels including Mathematics and English
b. Diploma in Computer Science or equivalent
(2) Knowledge & Skills
a. IT skills and knowledge of Microsoft products
b. Excellent inter-personal skills
c. Knowledge of Paynet software
d. Good customer care, polite and patient
(3) Experience
a. Minimum 2 years in a computer environment and reception
(4) Personality Traits
a. Outgoing personality
b. Positive Attitude
c. Professional approach
d. Conscientious, methodical and confidential
e. Confident under pressure
f. Well spoken and groomed
g. Ethical
h. Ability to work under pressure and adhere to prescribed time scales
i. Can be relied on to complete assigned tasks without constant supervision
j. Strives to do things better
k. Can put the interests of the company ahead of personal interests
l. Sees hard work as normal
m Takes pride in achieving excellence in whatever he/she does
n. Is motivated by achieving results
o. Seeks to improve him or herself in and out of the office
p. Can accept responsibility for his/her actions
Closing date : 28th February, 2016
Send CV and relevant documentation to: and
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